Retention Specialist
New
J
JobgetherB2B / SaaS
Fully remote position within the United StatesFull-TimeMiddle
SalaryBase salary of $70,000–$90,000. Performance-based on-target earnings of $120,000–$150,000.
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Job Details
- Experience
- 3–5+ years of experience
- Required Skills
- Data AnalysisNegotiationCustomer SuccessSaaSAccount ManagementCRM
Requirements
- 3–5+ years of experience in Customer Success, Account Management, Retention, or another B2B customer-facing role.
- Demonstrated success retaining customers who are considering cancellation or leaving.
- Strong de-escalation, negotiation, consultative communication, and relationship-building skills.
- Confidence handling difficult conversations and addressing sensitive customer concerns directly and professionally.
- Experience coaching, mentoring, or training customer-facing team members.
- Strong analytical and problem-solving abilities, with a focus on identifying root causes rather than simply addressing symptoms.
- Comfortable working with CRM systems and using customer and account data to prioritize risks and develop action plans.
- Strong organizational skills, with the ability to manage multiple high-priority accounts, escalations, and follow-ups simultaneously.
- Experience creating or improving playbooks, SOPs, workflows, or customer-facing processes is a plus.
- Experience with subscription or SaaS businesses, lead generation, real estate investors, or small-business customers is a plus.
- Familiarity with customer retention, churn, and Net Revenue Retention (NRR) metrics is a plus.
Responsibilities
- Own retention efforts for high-risk and high-value customer accounts by analyzing account health, usage, support history, payment activity, and customer feedback.
- Proactively engage customers showing signs of dissatisfaction or potential cancellation and work to resolve concerns before the relationship is lost.
- Develop account-specific retention plans outlining the core issue, required actions, responsible parties, and follow-up timelines.
- Serve as the primary escalation point for complex, sensitive, or high-value cancellation situations.
- De-escalate challenging customer conversations using a consultative, empathetic, and solutions-focused approach.
- Partner with Operations, Product, Billing, Sales, and Customer Success teams to identify and resolve the root causes of customer issues.
- Accurately document retention conversations, action plans, outcomes, and customer feedback in the CRM.
- Coach Customer Success Managers on early-stage churn prevention, objection handling, customer discovery, and appropriate escalation.
- Identify recurring cancellation drivers and transform customer insights into retention playbooks, SOPs, workflows, and customer experience improvements.
- Identify account expansion opportunities after core customer concerns have been successfully addressed and the relationship is healthy.
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